Christopher Deane Email & Phone Number

Dursley, Gb

Dursley, Gb

United Kingdom

Financial and business performance analyst specialising in the credit card product space. Leading a variety of business based analytical projects, supporting and managing stakeholders in wider product management and providing SME on wider market conditions pertaining to credit cards, pricing and positioning.

Gloucestershire, England, United Kingdom

Working as key member of the Customer Quality Team delivering fair outcomes for customers in financial difficulty. Direct accountability for production and management of control reports supporting FSS operations, across both unsecured & secured products, in addition to bespoke support to the tailored support team, providing MI insight to improve processes and operational practices for vulnerable customers.The role has overseen the interim management of a small team of remote contractors focusing on QC of customer point in time and journey testing for vulnerable customers direct collaborating with the tailored support team, advising on improvements to process and operational changes. Additional experience and exposure to report collation for 166 investigations, in addition to providing root cause analysis of customer complaints, with pack building and management insight for operational improvements and customer journey.

Gloucestershire, England, United Kingdom

Seizing an opportunity during the COVID19 lockdown to work within a newly created onshore collection telephony team within TSB Financial Support Services. This department covered all unsecured collections activity across TSB financial products. Role responsibilities include both inbound and outbound telephony, investigation of customer circumstances, setting of financial payment plans and FPOC complaint resolution. Additional role responsibilities included secondment in support to an internal audit for FCA related investigation. This covered auditing historic secured and unsecured products, quality assurance and data analysis.

Cam, England, United Kingdom

12 Week contract during the COVID19 lockdown. Working alone completing warehousing duties. This included receiving, checking and signing for deliveries, maintaining warehouse and delivery yard and distribution to internal departments.

Senior manager responsible for three department managers, their large teams and the provision of all hotel operations and services, reporting directly to the CEO and Board. Responsible for significantly redeveloping Eastwood Park’s service offering over the last ten months, during a time of refurbishment and organisational change. This included blank page ground up design and introduction of new service cycles, menus and brand standards which included scripting, uniforms and operating processes. Responsibilities included negotiation of contracts with new and existing suppliers for uniforms, software, food, beverage and consumable products used across the Eastwood Park business including the larger training centre operation.

Gloucester, United Kingdom

Consultative sales consultant covering the counties of Gloucestershire, Worcestershire and Herefordshire with additional understanding of conservatories and their design process. A consultative approach identifying ideal products for customers through an extensive knowledge of Everest Core and Conservatory UPVc, Aluminium and Timber products, together with Garage doors, artificial grass, roofline and driveways. Direct negotiation with customers, identifying budget and utilising FCA regulated finance where applicable to secure business.Additional responsibilities include area relief management of 11 consultants, ensuring smooth operation of all lead flow, customer follow up and updating/reporting of CRM.

Gloucester, United Kingdom

An un-invested turnaround site requiring a focused back-to-basics approach in service and P&L discipline. Recognised for employee retention and development of 25 team members/management, together with significantly increased customer engagement scores (NPS). Improved local business engagement developed increased YOY sales growth. Successes opened recognition to deliver multi-site service training on a regular basis, including recognition as a house of excellence, training additional teams and managers from area/brand sites along the M5 corridor.Position Overview included: Complete Food & Liquor stock management/ordering/forecasting utilising SWS to budget. Sales & Wage Forecasting/Accountability utilising PPS to budget. Customer service & Guest Recovery including TripAdvisor admin. Team development & future succession planning inc: Area head chef and two M&B graduate scheme assistant managers. Full H&S and Food Safety delivery to M&B corporate/brand expectations

Cheltenham, Bourton-On-The-Water

An experienced general manager of a high volume country inn located in the heart of the Cotswolds. Part of the Old English Inn's brand and Greeneking.Skill capabilities in:- P&L & Budget acumen- Accurate sales & wage forecasting- Team retention and development- Food & Liquor stock management utilising Zonal Aztec - Room stock management utilising Guestline Rezlynx & IDeaS- Customer service and service recovery- Microsoft office proficient- Knowledge of PCI DSS card handling and data control

Birdlip, Gloucestershire

Working closely alongside the GM and other heads of departments; The role required a high level of organisation, forward planning and attention to detail, yielding YOY growth and results according to budget. Ensuring that the brand expectations are monitored and delivered, culminating in recognised Mystery Guest results. Responsible for the planning and execution of team training for all new and existing team members in conjunction with team briefings and meetings. Driving future sales through active selling, planning and execution of M&E inc: Weddings, Meetings, Large/small functions and Marquee events.

3rd Year hospitality Industrial work placementWorking in a high intensity 120 bedroom budget hotel, ensuring all F&B requirements were met, including the operation of a 115 cover restaurant. Additional requirements included liasing with large parties, conferences and coaching tours, ensuring that great customer service was delivered according the company expectations. As one of three hotels in Bournemouth, the role demanded a high level of communication and planning skills in all aspects relating to F&B, ensuring that YOY growth was developed and new sales possibilities were explored in a highly competitive area.

Deputy to the Hotel manager. Overseeing daily hotel operations, whilst focusing on delivering high level customer service.

Ba (Hons), Hospitality Management

Activities and Societies: CAMRA member

Education record